Refund policy

Returns and exchanges

We want you to feel confident ordering from VietTram Agarwood. If there is a problem with your order, email contact@viettramagarwood.com with your order number and a description of the issue. If an item arrives damaged or is different from what you ordered, please include clear photos of the item and packaging so we can help.

Please contact us within 7 days of delivery if an item arrives damaged, defective, or different from what you ordered. We do not accept change-of-mind returns or exchanges, except where applicable law requires otherwise. We will review the issue and provide return instructions if the item needs to be sent back. Please do not mail a return before receiving instructions.

Return address for approved returns: VietTram Agarwood, 2 Pritchard Ave, York, Ontario M6N 1T1, Canada.

Return shipping

For an approved damaged, defective, or incorrect item, we will arrange and pay for return shipping if a return is required. We will tell you whether to return the item or keep it and provide the appropriate label or instructions. We will also refund the original shipping charge for the affected order when the claim is approved.

Refunds

After we review the evidence or receive and inspect an approved return, we will email you the outcome. If approved, the refund will go to the original payment method. Processing by your payment provider may take additional time. If you have not received an approved refund, contact contact@viettramagarwood.com with your order number.

Order changes and cancellations

If you need to change or cancel an order, email contact@viettramagarwood.com as soon as possible. We will confirm whether the change is possible based on the order’s fulfillment status. This does not limit cancellation rights required by law.